IT Service Desk Analyst: Customer-Focused Tech Support

Akkodis; Erie (Erie County); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401K plan

Paid leave

Job summary

Akkodis is seeking an IT Service Desk Analyst to support a client in Erie, PA from its state-of-the-art call center. Associates degree in Business, MIS, CIS or related field is required, with two years of related experience.

The role covers hardware, software, and Microsoft 365 support, via phone, email, chat, or remote sessions. The position serves as the central contact for users, handling incident logging, prioritization, and escalation to Tier 2/3 as needed.

Qualifications

• Associates degree in Business, MIS, CIS or related field is required.
• Minimum Two years related experience.
• Customer Service Experience
• Exceptional verbal and written communications skills required.
• Tech savvy with the ability to learn new software and systems.

Responsibilities

• Act as the central single point of contact between an organization's users and its IT department.
• Troubleshoot and resolve desktop, laptop, mobile device, operating system (Windows, macOS), printer, network connectivity, and Microsoft 365 issues via phone, email, chat, or remote sessions
• Log, prioritize, track, and resolve IT service interruptions, outages, and hardware/software requests through a ticketing system.
• Set up, configure, test, and install new hardware, peripherals, and software updates for employees
• Identify complex or high-impact technical problems and route them to Tier 2/Tier 3 support teams, network engineers, or security analysts with thorough documentation

Skills

Customer Service Experience

Excellent verbal and written comms

Ability to learn new software

Education

Associates degree in Business, MIS, CIS or related field

Tools

Microsoft 365

Job description

Akkodis is seeking an IT Service Desk Analyst to support a client in Erie, PA from its state-of-the-art call center. Associates degree in Business, MIS, CIS or related field is required, with two years of related experience.

The role covers hardware, software, and Microsoft 365 support, via phone, email, chat, or remote sessions. The position serves as the central contact for users, handling incident logging, prioritization, and escalation to Tier 2/3 as needed.